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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer requested that you create a new report and make it available in the agent's navigation set.
You create the report and add it to the agent's navigation set. However, the agents cannot see the new report.
Select three actions you must perform to identify the reason the report does not display for the agents.

A) Review the filters in the report to ensure the Assign field selection is set to Logged In.
B) Validate the Analytics permissions set for the report
C) Verify that profile permissions in Service has a check for "Read" under Incidents.
D) Check the Customize Navigation Sets selection.
E) Review the navigation set in the profile to ensure it matches the navigation set you updated.
F) Request the agents to log off and log back on.

2. Which three expressions use proper syntax?

A) If (incidents.assgn_acct_id IS NULL, 'Not Assigned', 0)
B) Date_diff(incidents.closed, incidents.created)
C) Avg(incidents.c&times_opened)
D) If(incidents.assign_group_id = 100460, 'With Support', 'Not with Suport')
E) Sum(if(incidents.status_id < > 2, 1, 0))

3. When an incident is opened, your customer would like to have different workspaces open based on the six products that can be selected when an incident is submitted from the Ask A Question customer portal page.
When designing the workflow used to complete this requirement, which three elements are necessary?

A) Decision
B) Set Fields
C) Entry Point
D) Workspace
E) Load

4. Your customer has two different types of end customers that will be visiting their knowledgebase website.
The types are "public customers" and "registered customers".
They would like to present additional knowledgebase answers to the registered customers.
Choose the two statements required to set up this type of environment.

A) Create special Products and Categories for the registered customer answers.
B) Set up an access level without customer visibility and assign it to the registered customer answers.
C) Create a special public answer status for the registered customer answers.
D) Set up an access level without customer visibility and assign it to all the customer answers.
E) Ensure registered customers in to the knowledgebase website and are assigned a service level with the access level to their account.

5. In a Customer Portal design session, the customer explains to you that they have multiple brands, and that they have multiple websites to reflect these brands.
After reviewing the sites with the customer, you notice that each of the sites contain the same layout and content, but has different colors and branding, such as logos.
Which option allows for a consistent layout and dynamic branding?

A) Use a single template across all Customer Portal pages, and implement themes dynamically.
B) Do not use a template, and implement themes dynamically.
C) Do not use a theme, and implement templates dynamically.
D) Use a single theme across all Customer Portal pages, and implement templates dynamically.

Solutions: